Echolab Radiology and Laboratory Services – We have changed our brand name from Echo-Scan to Echolab building on our founded experience since 1979 in medical testing and focusing on our vision of being the leader in health care service & the “Provider of Choice” in the Middle East & Africa. Echolab will be launched for a new mission to provide world-class practice delivery of diagnostic services in Nigeria, the center is the ultimate one-stop shop where you can get a full range of diagnostic services to investigate a wide range of illnesses and conditions.Job Description
Manage large amounts of inbound and outbound calls or media correspondence in a timely manner.
Follow communication “scripts” when handling different topics.
Responding efficiently and accurately to callers, explaining possible solutions, and ensuring that clients feel supported and valued.
Answering or making calls to clients to learn about and address their needs, complaints, or other issues with products or services.
Building lasting relationships with clients and other call center team members based on trust and reliability.
Engaging in active listening with callers, confirming or clarifying information and diffusing angry clients, as needed.
Processing forms, orders and applications requested by the customers.
Identifying, escalating priority issues and reporting to the high-level management.
Utilizing software, databases, scripts, and tools appropriately.
Identify customers’ needs, clarify information, research every issue and provide solutions and/or alternatives.
Taking part in training and other learning opportunities to expand knowledge of company and position.
Seize opportunities to upsell products when they arise. Making sales or recommendations for products or services that may better suit client needs.
Build sustainable relationships and engage customers by taking the extra mile.
Make bookings as required for clients.
Document all call information according to standard operating procedures and records of all conversations in our call center CRM database in a comprehensible way.
Requirements
Minimum of a HND or B.Sc Degree in Sciences, Management, or related field
1 – 2 years of experience as a Call Centre Agent
Understanding of the Contact center industry.
Working knowledge of appropriate CRM software
Certified Call Center Professional.
